Cricket Wireless Reviews (%countItem)
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Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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On October 5th 2019 I placed an online order for 2 phones and services (XXXXXXXXX). My credit card was charged and I never received items nor refund.
On October 5, 2019 I placed on online order for 2 phones (V35 ThinQ & moto g7 supra) and 2 unlimited Cricket Core in an attempt to port my existing numbers. Order number is XXXXXXXXX. I received a confirmation email of the order. On October 6th I received an additional email requesting information for the number transfer. When opening the link I was unable to update anything. On October 8, 2019 I received another email stating my order was delayed due to shipping issues. After not receiving further email updates, on October 14, 2019 I called Cricket Customer Service. I was directed to a few departments before being informed that my order had been cancelled and I should be receiving a full refund in a few days. It is now November 7th and I have yet to receive a refund or any updates.
Full refund for order XXXXXXXXX. After a month, this is completely unacceptable.
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states that he placed an online order for two device and attempted to port his numbers but never received his order. He is requesting a refund.
We reviewed Mr. account and ensured that he received a full refund for his canceled online order.
We thank *** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
(The consumer indicated he/she ACCEPTED the response from the business.)
My problem started back in September. My phone would just drop calls, no matter where I was at. Wifi calling or regulat calling. I would reach out to cricket threw their chat and I have called on numerous occasions. Always updates sent to my phone or they would have me clean my phone and still kept dropping calls. I asked for a new one cause I knew my warranty was soon to expire. And they open a ticket and never get back to me. October rolls around...still dealing with the same thing. So I go to cricket wireless store. Im on the phone with cricket and the lady in front of me is looking up my warranty and points out that its now expired and theres nothing they can do. So the lady on the phone offers to take my case to the manufacturer and offers to call me back in 10 min. She never calls back. I get back on the phone with customer service and they open yet another ticket. No one ever reached out to me to help me with my problem. So now I got a phone I paid 300$ a expired warranty and I cant make phone calls with out them being dropped. No one ever got back in touch with me. And due to this they are the reason I couldnt replace my phone before the warranty ran out.
Product_Or_Service: Samsung /LG stylo 4/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like them to replace the phone i have. We have narrowed down the issue to being a antenna malfunction inside the device. If i could have it replaced with the same version or newer that would be great. I love the lg stylo 4. The only issues i have is in going and out going phone calls being dropped. And only phone calls is the issue. Please resolve my issue.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she has been experiencing drop calls on her device.
We attempted to mail Ms. a new sim card to troubleshoot her device. However, she stated that she has already replaced her sim, and continues to have coverage issues. We researched the network coverage in Ms. area and found no issues impacting service. Tickets opened with Cricket's IT team also found no issues. In reviewing Ms. account, we see that there has been data and voice usage on her device.
Cricket's Terms and Conditions state, in part: "We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas. Coverage maps, available on our website or in store, show a high-level approximation of wireless coverage and there are gaps in coverage not shown by this approximation; actual coverage may vary and be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors." Our full terms and conditions can be found online at www.cricketwireless.com/terms . Customers accept our Terms and Conditions at the time of activation and each month that they pay for service.
We contacted Ms. and explained we would create a new ticket with our IT team and will provide an update when available.
We thank Ms. for her communication trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
On 9/30/2019 I changed cell phone providers from Sprint to Cricket. My number was ported successfully and was connected with Cricket. On 10/17/2019 I went to use my cell phone and I no longer had service. I contacted Cricket and was advised that they had allowed my number to be ported to a company called H20 wireless without my password authorization. I have contacted them over 15 times trying to get my service restored and my cell number ported back and they have not done it. They continue to say they are investigating. My phone was prepaid and my bill was paid in full however they have not provided me with another number until this is corrected so I have no service. Since my number was ported out- I now I have fraudulent activity happening on my credit cards and have had to freeze all my accounts. This is definitely something Cricket is allowing to happen from inside their company.They are selling their customers personal information to outside sources and causing identity theft and fraudulent changes to be made in their customers name.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my number ported back immediately so that the thief's can stop using my number to verify personal information on my accounts and so that I retain my cell service again with another provider. I would also like all the money I paid to Cricket to be refunded back to me in full. Their also needs to be a full investigation of their business practices as they are involved in illegal activities by selling their customers information.
This correspondence is in response to a complaint filed by ***. In her complaint, Ms. states that her Cricket Wireless number was ported to another carrier without her permission.
We want to assure Ms. that her account security is a top priority for Cricket Wireless. After researching her account, we believe she *** be the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate to her account and make changes. This individual *** then have used Ms. phone number in an attempt to gain access to other accounts where Ms. uses her phone number for verification. If she hasn't already done so, we advise Ms. to file a police report regarding the suspected identity theft.
We contacted Ms. to assist in retrieving her number, however, she requested that the number be cancelled. Should Ms. have any questions or concerns regarding this matter she can contact Ron Monteilh at XXX-XXX-XXXX.
We apologize to Ms. for the inconvenience she experienced in attempting to resolve this issue. We thank her for her communication and trust that this explanation properly addresses her concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd.
Atlanta, GA XXXXX
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from Cricket Wireless for the following reasons:
1. Cricket requires all of their customers to make a four digit password *** order for ANYONE including the customer to have access to their account. I was the only person who had access to this password.
Whoever allowed the porting of my number from Cricket had to have done it WITHOUT my password.
2. Due to the fact they ALLOWED my number to be ported out without my password, I have been a victim of identity theft. This is not outside of my Cricket account it was BECAUSE of Cricket wireless authorizing this port. They have now used my number to access multiple accounts requiring me to freeze all assets.
3. They have still not been refunded any money to my account for services that I paid for (IN ADVANCE) any never received. I would like all October service charges and activation fee's to be refunded to my account.
December 16, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In her rebuttal, Ms. states that we authorized her Cricket Wireless number being ported to another carrier without her permission.
We want to assure Ms. that her account security is a top priority for Cricket Wireless. As previously stated, we believe she *** be the victim of identity theft originating outside of her Cricket Wireless account. Ms. confirmed the individual who accessed her Cricket Wireless account had enough information to authenticate to her account and make changes. This individual *** then have used Ms. phone number in an attempt to gain access to other accounts where Ms. uses her phone number for verification. If she hasn't already done so, we still advise Ms. to file a police report regarding the suspected identity theft.
The target wireless provider would finalize and approve a port process with their port criteria, we did not authorize this port as the source. As previously stated, we contacted Ms. to assist in retrieving her number, however, she requested that the number be cancelled. We are unable to refund the account for her prepaid charges as it is currently cancelled. Should Ms. have any questions or concerns regarding this matter she can contact Ron Monteilh at XXX-XXX-XXXX.
We apologize to Ms. for the inconvenience she experienced in attempting to resolve this issue. We thank her for her communication and trust that this explanation properly addresses her concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd.
Atlanta, GA XXXXX
/RM
Bad sales practices
I bought an iPhone 8plus, 8 days after I brought it back to the store I bought it. It was not working right. They told me they can't swap it as 7 days has past which was never told to me on the day of purchase. They sent me to Albany NY to the apple store. I went on the highway to Albany at the apple store. They told me the phone is ok it's the service. I brought it back to cricket and they gave me a hard time as usual. I have been with them for approximately 3 years and I have always had to compromise. I decided to leave this time. They told me my phone won't work with other companies. I said " I bought my phone full out right and it's mine why should it be locked"? They said I have to stay for 6 months before they open it. Otherwise it is garbage. A new over $600 piece of garbage!! I am also being charged for Insurance which they don't honor because Something went wrong with a phone they had coverage on and I had to buy a new phone any ways. They leave out important stuff like this and hold you captive with the property you payed for by locking it. Who buys a locked car or house or phone ?
Open my phone so I can leave their services
This correspondence is in response to a complaint filed by ***. In the complaint, Mr., states that he purchased an iPhone from a Cricket Wireless Authorized Retail store and attempted to return it after the return or exchange window ended because it wasn't working properly. He states he was unable to return the device; however, he went to the Apple store to get help and was told the device was functioning properly. Mr. also states that he had insurance on the device. Mr. would like to file an insurance claim or have the unlock code for his device.
After investigating Mr. account, we confirmed that he purchased his device on October 25, 2019. We also confirmed that he has Cricket Protect insurance on his account for this device. We spoke with Mr. on November 22, 2019 and explained our unlock policy and the process for filing an insurance claim. He stated he would file a Cricket Protect insurance claim.
The Cricket Wireless Unlock Policy can be found at www.cricketwireless.com/deviceunlock. Cricket's Policy states:
The device you want to unlock has been active for at least six (6) months of paid service.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
The details of Cricket Protect Insurance, provided by Asurion, are also available online on our website at https://www.cricketwireless.com/support/protect-my-phone/cricket-protect.html . Our customers are provided with these details at the time of purchase in store or online. The information provided contains details of the program including deductibles.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, XXXXX
/RM
On Wednesday, October 30th, I took 4 AT&T phones to Cricket to switch to their "Bring Your Own Device" and switch to their 4 phones for $130 plan. I was informed that only 2 of my existing phones would get hotspot, which was a deal breaker for us. The sales lady was patient while we figured out a way to still make the transaction work (requiring me to purchase 1 of their Cricket phones). At this point, I am well over $300 into switching my service over and assured by Mackenzie, the sales clerk, that 3 of my 4 lines will now receive unlimited talk, text, data, and 15gb of hotspot each. I was told some features take 2-6 hours to port over. There were other customers waiting and the store would be closing soon, so waiting to ensure all services ported over was really not an option. I returned to the store once I discovered there was an error. This was less than 48 hours later, only to be informed that there was never a chance that any of my phones that I brought into the store would have hotspot capabilities. There is also no refunds or compromises to be made by Cricket. The sales lady was as surprised as I was to learn this information. She contacted her manager that was in the store who verified that 3 of my 4 devices should have hotspot capabilities. A reprogramming was attempted and then contact was made with Braylin Sayre, a higher up manager. The first 2 contacts they made to him, they were told nothing could be done to compensate me. I insisted on a 3rd call where I spoke to him myself. He confirmed that I was sold a lie on my initial trip to their store and that the devices I owned would never have been able to provide me with the services I was seeking with his company. He explained the only way to get the service was to buy Cricket devices. This is fraud! I communicated exactly what I needed when I entered his business. I specifically stated that a lack of hotspot capabilities was a dealbreaker for me and I would go to another provider. Purchasing all new phones was also not an option.
Product_Or_Service: Samsung /S8/$60 Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) As the service I was sold was fraudulent, I believe I am due a refund. This was not a mistake. The blatant lack of knowledge of both the sales clerk and her store manager resulted in a fraudulent sale. Both women informed me that they had never been trained or provided knowledge that an AT&T device, specifically the Samsung Galaxy S8, could not be a hotspot device on Cricket's mobile service. Therefore, as part of my remedy, I would also like Braylin to train his staff.
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that she ported her service over to Cricket Wireless believing she would be able to use the Wi-Fi calling feature on her devices, but three of those devices would not work on our network. She stated that that was one of her main reasons for porting her service to Cricket Wireless. She feels that the sales agent was deceptive in their sales practices. She is asking for a full refund.
We contacted the Territory Sales Manager and provided him with Ms. complaint. He spoke to the owner of the Authorized Retail location who made an exception for Ms. and provided her a refund of the entire cost of establishing her service with Cricket Wireless.
We attempted to speak to Ms. to make sure that she was satisfied with the resolution, but we were unsuccessful in speaking to her.
We left our contact information Chiquitta with Cricket Wireless Corporate office, should she want to further discuss her concerns with us.
We want to thank Ms. for bringing this issue to our attention, and trust that we have addressed concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
On Saturday October 26,I took my 16 year old to Cricket to add him to our phone plan. In the midst of that trip, Cricket Wireless changed my number to the new phone number. Obviously that wasn't supposed to happen. In addition to that, they assigned *** (the account owner)'s number to *** (my 16 year old)'s line, leaving *** without a phone. Since then, *** is straightened out. I, however, am not. At the time, I was told it would take 24-48 hours to reassign my number back to me. Tuesday, 72 hours later, I called and was told it takes 3-3 business days. So today, 4 business days later, we called. We were told that they were waiting for the FCC (Federal Communications Commission' to reassign my number. I took it upon myself to then call the FCC. Wouldn't you know, they have nothing to do with it, it's up to my service provider. I'm holding out hope that I will get my number back, but this is the worst customer service I have ever dealt with.
Apparently all of this happened because the system didn't charge *** an activation fee. Which they still felt justified to charge me after sitting in one of their stores for almost 3 hours while the associate tried desperately to fix their big mess. The 'supervisor' on the phone told me there was nothing she could do, she had to charge me. *** was told that he needed a new sim card to fix his problem, and they felt justified in charging him for it (don't worry, he didn't pay). Not only did their 'supervisor' speak to me like I was dumb, but she also spoke to the store associate that way.
Product_Or_Service: Motorola /E5 supra/
Account_Number:
Other (Requires Explaination) I would like my phone number (of roughly 10 years) reassigned to my phone, and for Cricket to find a way to compensate the time I have lost with my phone, and to act like customer service means something to them
This correspondence is in response to a complaint filed by *** In this complaint, Ms. states, she requested to add a new line of service added to her account, and by mistake was given a new number in replace of her own. She is requesting to have her number restored.
We reviewed Ms. account and found that she had a case open to retrieve her number back. The number has been successfully restored and active on Ms. account.
We attempted to contacted Ms. to advised her of our findings and explained all the adjustments that have been made to her account and we were unsuccessful in reaching her. If she still needs assistance with her concern, she can contact Jaime, Cricket Corporate Escalations Manager, at the number provided.
We thank Ms. for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
No,I do not accept their response. You did make 1 attempt to call and notify me of the one correction, let me explain the 1 correction... You called 1 time which was today and I was at work and can't take time away from work to answer my phone, your 1 correction after me sitting in a store for 3.5 hours which was when the issue that you started finally was fixed, then my boyfriend (the account owner) spent almost 1.5 hours trying to fix the issue. After being told multiple incorrect dates that you would have the account fixed, yes my account is FINALLY fixed. Yay cricket, you fixed your mess up and it only took a week and many lies. In addition to the amount of time that was taken away from my family while visiting out of town during your big mess up, I am now quite offended, as you have misspelled my name multiple times in your response
December 2, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this complaint, Ms. states that she was able to retrieve her number, but she is unhappy with the amount of time that was spent resolving the issue.
We reviewed Ms. account and found her number has been successfully restored and is currently active. We also see that all the necessary adjustments have been made to her account to compensate for this issue.
We attempted to contact Ms. to advised her of our findings and explain all the adjustments that have been made to her account. However, we were unsuccessful in reaching her. We left a voicemail with contact information if she wishes to contact us with any further questions.
We thank Ms. for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
I have looked at our account and saw no adjustments for any compensation. Yes, a voicemail was left for me stating to call back 'at this number', yet no number was given. However, I am not interested in speaking with anyone from Cricket, because every time we have them on the phone, we are appalled at the lack of customer service and spoken to with lies
December 10, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this complaint, Ms. states that she has reviewed her account and does not see any adjustments to her account.
We reviewed Ms. account and see that all the necessary adjustments have been made to her account. She was issued a credit for the number change on 10/26/19.
We originally attempted to contact Ms. to discuss this matter further and our attempts were unsuccessful. Ms. states that she no longer wants to speak with anyone from Cricket. We will consider this matter closed and will not make any additional attempts to contact her.
We thank Ms. for all her feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met
We thank Ms. for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
I purchased a Iphone 8 plus from a cricket customer, the phone has no financial responsibility held on it and I was told I could just insert a sim card from any carrier. The phone is locked to the cricket network and cricket refuses to unlock this iphone, insisting that I will need to sign up for there service with this phone and use it for six months and then they will unlock the phone. The device was purchased out right and should be unlocked for someone that is not a cricket customer and can show proof of sale. I never agreed to any of crickets polices concerning the phone service and cricket does not provide a method of checking if a phone is locked to there network. I contacted cricket before purchasing the phone and provided them with the IMEI and was told the phone had not been reported lost or stolen and had no lock on the phone.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Unlock the iphone to be used on any carrier.
This correspondence is in response to a complaint filed by Mr. ***. In this complaint, Mr. states that he purchased a device from a Cricket customer and was advised that the device was unlocked and could be used with any carrier. Mr. later attempted to activate the device at another carrier and was informed the device was locked to Cricket Wireless. Mr. is requesting to have the device unlocked.
We contacted Mr. to gather more information, and discovered he purchased the device at a local pawn shop. We advised Mr., that in order to have this device unlocked we will need to validate that it meets Cricket's unlock policy. We explained our unlock policy which states, in part, that the device would have to remain active on the Cricket Wireless network for six months in order to have the device unlocked. Devices purchased from Cricket must be purchased along with the activation of service. At the time of activation, terms are accepted which detail that devices are locked to the Cricket network and include the device unlock policy.
We advised Mr. that we would unlock the device only after we validate the original customer's information and investigate that the device meets Cricket's unlock policy. We requested the information that we need to be able to validate the device and Mr. stated he was not able to gather that information since he purchased the device at a pawn shop. Since Mr. is not able to provide the information needed, we are not able to validate the device or unlock it for him.
We advised Mr. to return to the pawn shop where it was purchased. Cricket does not unlock devices without proper verification nor does Cricket authorize pawn shops to sell devices on behalf of Cricket.
Cricket Wireless's Unlock Policy can be found at www.cricketwireless.com/deviceunlock. Cricket's Policy states:
The device you want to unlock has been active for at least six months of paid service.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
Based on the information Mr. provided in his complaint, his device is not eligible to be unlocked.
We thank Mr. for his communication and trust that we have properly addressed his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/JL
I purchased a phone and monthly service from the cricket store and the clerk overcharged me. I took the receipt back to show them their error and was told that I would have to get the refund from corporate. I have been told 3 different times that they had sent the refund, however I still do not have it.
Other (requires explanation) I would like this company to immediately refund me the $120.00 I was over charged.
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, Mr. states he overcharged for a retail transaction at an Authorized Retailer.
We reached Mr. via telephone on November 25th, 2019. He confirmed he did receive the money that he referenced.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Cricket Wireless, Customer Support
1025 Lenox Park Blvd.
Atlanta, GA 30319
/Cb
Predatory billing practices that target those whose payment schedules rely on Federal Disability benefits.
Usually a cellphone company has their customers pay on the 1st. Cricketwireless shuts off the cell phone service of anyone who doesn't pay AHEAD of the due date, and they keep the phone disabled throughout the night. When I tried to call and make a payment, the computer said my account was disabled (this was minutes after midnight when my SSA disability check had just deposited). It said that in order to "reactivate" my account, I would have to call and speak to a live person and would have to pay an "additional fee" for reactivation. I tried paying on the internet also. Cricket's website said that "unknown errors" were preventing the payment from going through.
And the thing is, I have been paying the "reactivation fee" every single month for several years. I have called and asked that my payment day be moved up to the 1st, and Cricket has refused. I have asked to speak with supervisors. The supervisors said the reps were correct and they also refused. I'm losing service and being extorted for extra money each month, because Cricket deliberately programs their computers to PREVENT their customers from paying if they are even minutes late (after midnight, when no one is staffing Cricket's offices).
This is predatory considering that most government employees and retirees get paid on the 1st, and not the last day of the month.
I want my payment schedule changed to where the bill is due on the 1st of the month when I get paid. I want them to change their computer programming that prevents people from paying after midnight.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that he is unable to pay prior to his new bill cycle starting and, as a result, is paying a reactivation fee. Mr. would like to change his due date..
We attempted to contact Mr. via phone on November 12th, November 20th and November 22nd, 2019 without success. While we are unable to provide details of Mr. account without speaking with him, we can confirm that customers can change their bill cycle date. As a no annual contract provider, Cricket requires payment prior to the start of a new billing cycle in order to avoid service interruptions. Customers billing cycle begins on the day they activate service with Cricket. Customers billing cycle will start on the same day each month. To avoid interruptions, payment is due before the bill cycle begins. For full details on billing cycles and due dates as well as how to change a bill cycle date Mr. may visit https://www.cricketwireless.com/support/billing-and-payments/payment-due-dates. For Cricket's full terms and conditions, including those related to billing, Mr. may visit https://www.cricketwireless.com/terms.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
Website continually gives errors so that you can't log in to your account. When you call the foreigners have no idea what you need and refuse to help
In the last three months, I have called at least 12 times to get access to my online account. I know my username and my password yet it says that the account is unavailable and to call customer card. So I do that and get hung up on no less that once each time and then still can't access my account. I have auto pay turned on and without access who knows what they could be charging me. It wont let me set up new account, look up username or change password and it keeps happening.
I want the account reset or updated by an american citizen that can fully understand the nature of my issue and I want it to STOP happening once it's fixed.
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that she continues to get errors when logging in to her MyCricket app. She advises that she knows her user name and password but continues to get error messages.
Per our investigation we were able to determine that Ms. has contacted our customer service representatives and have been provided directions on how to reset her information. We also noticed that she has ported her service to a different provider.
We attempted to reach ***, but we were unsuccessful in speaking to her. We provided our contact information Chiquitta with Cricket Wireless Corporate Office should Ms. want to further discuss her complaint.
We thank Ms. for allowing us the opportunity to assist her with her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
I was repeatedly called and told how to reset the online information and it NEVER worked. None of their foreign customer service agents EVER gave me any solutions. I warned them that if they didnt correct the issue I was leaving and I have ported our numbers to Sprint. Cricket is a JOKE
November 22, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX - rebuttal
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that she called and given directions to fix her problem, but it never worked and now she has gone to a different provider.
We attempted to reach ***, but we were unsuccessful in speaking to her.
We thank Ms. for her communication and based on the aforementioned, we are unable to assist further. We respectfully request that her complaint is closed at this time.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
I ordered two new phones online at 11:31am and when I got my confirmation I realized that they didn't add lines to my existing account,but actually created a new account. They advertise 4 lines for $100. So I went to the store, as I was already in the area. I arrived 15min after the order was placed. I stayed at that store for 2.5 hours with the representative and myself trying to cancel this order, so I could get what I wanted. We finally got told the order was cancelled. However, I never got a confirmation email so I called customer service again and was told my phones were already shipped. They said they do not allow cancellations, just returns. So now, due to their lies I only have 2 options. 1-keep the phones and pay $180/month for 4 phones (advertised for $100) or 2-return the phones and wait 7-10 business days for a refund. (Online it says 1-3 days, one representative said 5-7 days, and now they're saying 7-10 days,which in the meantime my service will be disconnected for non-payment on the two phones we already have! Not happy AT ALL! However, I will say Breanna and Ski at the store did help me as much as they could, they're just limited on what they can do.
Product_Or_Service: Other //Mobile Share Unlimited w/ HotSpot
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to not only be able to return the phones for a refund, but also receive some credit for the misrepresentation and inability to cancel this order, as well as having my current account disconnected for non-payment due to THEIR errors!
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states, she made an online order for two new devices to be added to her existing account. When the order was placed it created a new account instead of being added to her existing account. She is requesting a refund for the order she placed and a credit for all the inconvenience.
We reviewed Ms. account and found that she has received her devices and have been activated on her correct account. Cricket Care was able to set up her new devices and place Ms. on the plan that she requested. Care was also able to give her the necessary adjustments and credits to her account.
We contacted Ms. to advised her of our findings and explained all the adjustments that have been made to her account.
We thank Ms. for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
This is false. A male representative did contact me and offer me a credit of $34.70 which I never received and is not adequate. He stated that I received credits on my account totaling $400 which is also false. My bill is only $100/mth why would they have given me $400 worth of credits and then offer me an additional $34? They were finally able to merge my two accounts into one account, but I had to pay an additional amount for that to happen. They also had my plan wrong until I got online myself and fixed it. They had me paying $120 month instead of the $100 month requested. All of this could have been resolved if they wouldn't have lied in the first place and had me sitting at the store trying to sort this mess out for 2+ hours. I do not feel a credit of $34 is significant for the troubles that were caused and the lies that were told multiple times and are still being told. I have the transcripts from the phone calls if I need to submit them as well as a copy of my billing statements to prove their disregard.
This correspondence is in response to a rebuttal filed by ***. In this complaint, Ms. feels the credit that was promised was not applied and is not adequate.
We reviewed Ms. account and found that all the necessary adjustments have been made to her account to compensate for this issue.
We contacted Ms. to advised her of our findings and explained all the adjustments that have been made to her account. However, we were unsuccessful in reaching her. We left a voicemail with contact information if she wishes to contact us with any further questions. We also send an email with detailed information of all the adjustments that were made.
We thank Ms. for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
Phone Shut Off and Improper Charges When AutoPay Did Not Work
I signed up for Cricket Wireless in July of 2019. After my wife transferred her phone to Cricket, I went on-line and signed up for AutoPay. The amount due was shown as $58.00, and that amount was paid automatically when the due date arrived. A few days later (Aug 31), our service was shut off while my wife was on the road and she had to drive to a Cricket store where she was told that we owed $2 and therefore our service was shut off. Since she could not get hold of me, she paid the $2, a $10 late fee and a $5 convenience fee. After I found out what had happened, I started my long series of conversations with Cricket Wireless customer service personnel.
The first customer service representative (CSR) could not understand what AutoPay was, so I spoke with a supervisor. She told me that this was the third report that she had that day that AutoPay did not work properly, so she said that she would open a ticket and someone would contact me within a week. When I did not hear from anyone, I talked with a second CSR on Sep 13 who told me that there was never a ticket opened, and she also did not understand AutoPay. Supervisor #2 made an excuse that I had changed the account after the first AutoPay payment, which is why we had an additional charge. That was false. Even if I did change the account, I was setup with AutoPay! Supervisor #3 agreed that it was not my fault and offered a $5 credit and opened a ticket (Case #XXXXXXXXXXXXX) while I remained on the line. I received a text two days later (Sep 15) that my case had been closed with no additional information in the text. I responded with the question "Have you provided the refund?" and received no response. Not only did I not receive the refund, I did not receive the $5 credit either.
Provide a $60 credit for the $2 charge that could not be explained, the $10 late fee and the $5 convenience fee that were charged for problems with the Cricket Wireless AutoPay and an additional amount to cover the $5 credit promised by Supervisor #3 and the expenses and inconvenience incurred by my wife to drive to a Cricket Wireless store to get the service reinstated after it was improperly shut off. Also, Cricket Wireless needs to train their CSRs on what AutoPay is and what the correct procedure is when it doesn't work (apologize and reimburse the customer immediately!).
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that there was a discrepancy with his Auto Pay.
Mr. further details that he had to pay a re-activation fee and requests a refund. We did review his account and see that a future dated change was made. We do however value Mr. point of view.
We issued a $15 service credit to Mr. account effective November 25th, 2019.
We value feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/cb
(The consumer indicated he/she DID NOT accept the response from the business.)
The excuse of a "future dated change" (whatever that is, as it is not explained) is not even relevant, as I was on AutoPay. The additional $2 charge still is not explained and was not refunded as well as the $5 credit promised by Supervisor #3 plus the expenses incurred by my wife (previously described) due to the phones getting disconnected due to AutoPay not working. Therefore, my request remains unchanged as the reimbursement is $45 short.
November 25, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this complaint, Ms. Burnette states that he does not accept the amount of $15 for service credit, for a perceived error for his AutoPay.
We have attempted several times to reach Mr. by telephone with no success. We provided an additional $15 service credit.
We respectfully request that this complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/Cb
My Cricket Account # XXXXXXXXX Cricket Wireless refuses to unlock my phone to use with different carrier. I purchased the phone in cash from Cricket.
My Cricket Account # XXXXXXXXX. I became a customer around May or June 2019. I purchased an Android LG Stylo 4 with cash and began my no contract plan. On 10/24/2019, I became a Consumer Cellular customer. Cricket wireless refuses to unlock my phone. Cricket wireless stated I must have their services for six months. I did not sign up for a contract and this was not stated at the time of purchase. I want Cricket Wireless (purchased in the state of Michigan city of Muskegon) to either refund my purchase for the phone and they can have it back since they think they own it or unlock my phone.
Unlock my phone or refund the cost of phone.
This correspondence is in reference to a complaint filed by Ms. ***. In this complaint, Ms. states that Cricket Wireless will not unlock her device. She states that she was never advised that she had to keep her device on Cricket Wireless network.
We attempted to contacted Ms. to explain our unlock policy, but we were unsuccessful in speaking to her. We wanted to advise her that the information that she has received is correct. She would have to remain active on Cricket Wireless network for 6 months in order to have the device unlocked. Our records indicate that Ms. has only had the device active for 4 months.
Cricket Wireless Unlock Policy can be found at www.cricketwireless.com/deviceunlock. Cricket's Policy states:
The device you want to unlock has been active for at least six (6) months of paid service.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
We thank Ms. for her communication and trust that we have properly
addressed her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
I been having cell coverage issues at ***. I been calling in since I started service. The service problems has been trouble shooted numerous times. I been told many reasons due to poor coverage. It's happening on *** and *** lines. On 10/25/2019 around 3:54 pm cricket store rep told me back office will issue me a credit for 2 Sims total 20.00 in 24 hours . Cricket has yet To give me the credit for me trying to troubleshoot cell coverage. I hate being lied to . I delt with agent Jose c in 1788 South lake drive suit 180 Lexington SC last about credit. He told me customer service will give me a sim credit. I spent two hours and being told no. I don't think it's fair to lie to me. I was told by two agents if I purchase Sims to try and fix coverage issues I can just call in for a credit. I been told many reasons for coverage. Stories are I been using to much data to they are working on my towers to being in a poor coverage area. I don't think I used too much data is issue. I'm on an older unlimited extra plan with no cap. It happens all month if I use just 50 mb . Both lines *** and line ***. It's been going on for several months. I been told multiple stories and promised if I try a sim fix I'll get a credit but phone agents are telling me no. I purchased 200 worth of equipment to fox my issues. Purchased newer Sims to cell antenna. I'm tired of calling in . I have never got a credit added since I was added to the plan 3 months ago. Why is this so difficult. So fAr today agents told me they are fixing my tower to they are fine 5 minutes later. I been told to wait to my towers are fixed . But my towers are not far and it's been going on for months . I was not told to wait for towers for a credit. I been told many stories about my towers recently :they are fine and they are working I just want the credit I wasn't told all this extra stuff when promised a credit. I keep hearing different answers at cricket customer care. All I want is credit promised if I buy new sims for fix
Product_Or_Service: Other //Unlimited extra
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want sim purchase credits and possibly some other credits for crickets bad service . My mom will move provider with me Verizon if I wanted . She has been with cricket for years. We are unhappy with reps and agents not responding properly
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. stated that he has not experienced adequate coverage.
We already communicated and responded via another Revdex.com. Please reference Revdex.com response number XXXXXXXX.
In addition, Cricket Wireless is not able to guarantee coverage inside of buildings. In door coverage can be adversely affected by the thickness/construction type of the walls or location of the building or location of the area may weaken signal strength which will adversely affect the customer's ability to access/consume data, make/receive calls, send/receive messages and use data thru mobile hotspot.
As per our terms and conditions: "Services may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, system capacity and constraints, priority access by National Security and Emergency Preparedness personnel in the event of a disaster or emergency, coordination with other systems, equipment modifications and repairs, and problems with the facilities of interconnecting carriers. We do not guarantee the availability of the wireless network or any Wireless Services." Additional information can be found online at www.cricketwireless.com/terms.
In addition, we were able to issue a service credit for the amount of $20 for the sim card purchase.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd., NE
Atlanta, GA 30319
/cb
I've been trying for 6 days to place an order online their website kicks back my order every times it tries to go through saying that it does not accept any of my payments and I've tried multiple cards I've even had family members try multiple cards on different websites different devices I've tried every possible way to resolve the situation they keep saying they're filing a complaint but then every time I call they said they got to refile the complaint nothing ever gets resolved
Product_Or_Service: Samsung //Famliy plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I've had two gone 6 days without a phone I am a single mom of two boys I have doctors and schools I need to be able to be in contact with and because I've wasted so much of my time and so much of my family members time trying to get this resolved I see fit that we should be at least credited time on her phone service and that I should be given the phone that I want
This correspondence is in reference to a complaint filed by *** M *** regarding Cricket service. In her complaint, Ms. states he made an online order that was later canceled. *** expressed concern that she was not able to successfully complete her order.
We attempted to contact Ms. to let her know that unfortunately, fraud rates do increase during this time of year because of the holidays. Due to the fact that there is a high propensity for fraud during this time of year, we take measures to protect customer's information. While we regret that this may upset our current and new customers, we do this to protect them.
We thank Ms. for joining Cricket and she was issued a $20 service credit.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/Cb
Since the first day of service with Cricket wireless, I have been having issues with my coverage while at home. My husband *** has contacted cricket customer service about this issue many times over the past 3 months. On 10/25/2019, we went into a cricket location to switch sim cards as a troubleshooting step because we were told previously by a rep on the phone that if we pay for the sims they could put a $20 dollar credit on our account. When we went to the store we told the Agent Jose C. everything we have been doing to try and fix our coverage issue. The agent Jose C. then called customer service himself while we were there and he talked to another customer service rep who told him that the $20 credit would be on our account within 24 hours. It has been 4 days now and still no credit. My husband called cricket customer service and the agent on the phone refused to give him a credit as cricket or AT&T is currently doing maintenece on our towers and thats why we have been having issues. But the maintenence onlt started on Oct. 23rd. how has this been affecting us for 3 months hen they only started maintenence several days ago.
Product_Or_Service: Samsung /Galaxy S9/Unlimited Extra
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) We want our $20 dollar credit for the 2 sim cards we purchased trying to fix our coverage issues.
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms., states that she was advised to get a new SIM card from a Cricket Wireless Authorized Retailer. She is requesting a refund for cost of the 2 SIM cards.
We attempted to contact Ms. without success. We wanted to advise her that we would issue a onetime courtesy credit to her account for the cost of the SIM cards.
We provided our contact information should Ms. have any additional questions or concerns, she can reach me Chiquitta with Cricket Wireless Corporate office at the number provided.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
I have used SIM cards from different countries in my phone, and they have worked. This card did not work when the store tried to activate it, and yet they told me that I need to contact my cell phone company to get it to work as it was not their SIM card that was at fault. I contacted CAT and they told me that the CAT phones operate on GSM while Cricket operates on CDMA, and this is why the SIM won't ever work. I contacted Cricket to explain the problem, admitting that while they might not be able to refund the SIM card as it is already open, that they should at least be able to cancel the plan I paid for but will not be able to use. I spoke with Victoria *** today on the customer service line who told me that she was the manager and that there was no one higher than her who I could speak to. She said noone can issue me a refund as it is part of their company policies that there are no refunds. This is a policy that I cannot believe is allowed as this is a service that I have paid for that they are not delivering.
Product_Or_Service: Other /CAT S60/2GB
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Refund me the cost of the service for the month that they have no ability to provide to me.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she activated service with Cricket Wireless and has not been able to use her service. Ms. is requesting a refund for the month of no service.
After researching Ms. account, we found Ms. device was not eligible to work on Cricket's network. After speaking with Ms., she stated she has an eligible device to use now.
We agreed to issue a credit to her account for the days that were not used. Ms. is very satisfied with the resolution.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she ACCEPTED the response from the business.)
Cricket refuses to provide me with the credit to my account as promised.
This correspondence is in response to a rebuttal filed by ***. In this complaint, Ms. states she has not received the credit that was promised.
We agreed to issue a credit to her account for the days that were not used and ensured that the credits have been applied to her account.
We contacted Ms. and explained the credits have been applied and she is very satisfied with the resolution.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she ACCEPTED the response from the business.)
I contacted the Cricket customer service line when my credit was not appearing as promised, and they told me that there is no evidence of anyone from Cricket ever contacting me or a pending credit to my account. They explained that any email or phone call I may have received was a scam because Cricket does not offer credits or refunds as a rule. After reopening this case, I was once again contacted by the corporate headquarters who apologized for the credit not being applied and that they did not know the reason why. Also, when told them that I couldn't get in touch with someone to help me at Cricket, they told me that the customer service line don't have access to this type of information and the only way to get in touch with someone who can address complaints and concerns is to file with the Revdex.com.
Phone service turned off by cricket on their mistake and wanted my grand daughter who is disabled to pay to have reconnected..
My grand daughter is a disabled individual, we relied on the phone to track her even at a job, the family locator that we tracked her by phone was a reassurance of safety.. Around October 23 she called in to ask about an upgrade to another phone..
trusting in people as she does the out come was them deactivating her phone and being told that she has to pay another fee to get it turned back on.
After being on the phone and recording the conversation with the supervisor who admitted the mistake told me they would resolve the problem and have it back on by three days without a fee we waited the allotted days still no service, called back into the company spoke to a rude customer service rep by the name of Marvin who screamed at my grand daughter and when I tried to intervene and explain the situation he was just as unprofessional. This cancellation was done by cricket and they admitted it was a mistake on their part and this is precisely why I have titled this as taking advantage of a handicapped individual..
Phone service or refund of service amounts paid that she could not use her phone because of mistake on cricket behalf
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that her service was disconnected.
We initially contacted Ms. via phone and email and could not successfully reach her. We have made several additional unsuccessful attempts to contact Ms. via phone and email to request additional information. Without additional details from Ms. we are unable to further investigate her complaint.
We thank Ms. for her communication, and we are available to investigate her concerns, should he choose, at ***@cricketwireless.com.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/cb
Dear Revdex.com,
I'm writing to formally complain about the arbitrary overcharge of $57.65 that Cricket took from my account. I am the holder of a five-line family plan (known as group saver) with Cricket, paying $25 each line for $125 in total.
I paid the full $125 monthly fee for five lines on August 07 2019, which is the beginning of my billing cycle.
We dropped one line on August 27 2019, which reduced our total line number from 5 to 4. At this time each line still pays the usual $25 monthly fee.
On August 29 2019, we added a new line to the plan, making the total number of lines back to 5 again.
When the new line was activated online (i.e. no activation fee), we talked to a Cricket agent and confirmed that the new line would be added as the fifth line of our family plan. For the remaining 9 days from August 29 to September 06 2019, this newly added fifth line would need to pay a prorated fee.
To our surprise, Cricket charged us $194.65 instead of $125+$12=137.
I have called Cricket over 20 times and spent at least 10 hours doing online chat with Cricket customer service. Every single time Cricket gave me different answers.
It has been two months since the incident occured. I am very tired of wasting time with Cricket.
Product_Or_Service: Apple /iPhone 8/Group Save 5-line 5GB
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like Cricket to refund me the overcharge of $57.65 at the earliest time possible.
This correspondence is in response to a complaint filed by ***. In his complaint, Mr. states he requested to cancel a line on his account. A couple of days after he added another line to his account and is stating he was overcharged to have the line activated. Mr. is requesting a refund for the charges.
After research we found Mr. had a case created for his refund request. The case has since been resolved and closed.
We have attempted to contact Mr. to inform him of our findings and confirm that he has no other concerns, however we were unsuccessful in reaching him. Should Mr. wish to discuss this matter further, he can contact Jaime, Cricket Corporate Escalations Manager, at the number provided.
We thank Mr. for his communication and look forward to hearing from him soon.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
No one contacted me. No phone calls, emails, texts or mails. Cricket thinks the case is closed because they insisted on overcharging me.
December 2, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In his complaint, Mr. states he has not been given any adjustments or refund for his previous request.
After further review we found Mr. has been given the proper adjustments.
We attempted to contact Mr. via email to inform him of our findings, however we were unsuccessful in reaching him. In the email we provided a breakdown of all the adjustments that were made and the total credits he received.
We thank Mr. for his communication and trust this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
Purchased a new iphone from Zanesville, Ohio Cricket store. (have been a customer of Cricket since 2015) 3 weeks after nmy purchase my cell number was ported to Straight Talk, and they stated the number was ported from the Cricket store not the customer. Cricket manager Edwrad, ID# EM972r was very rude and insisted it was me that ported the number and he refused to submit my claim as fraudulent. 2 days after my number was stolen and ported I started receiving messages of credit cards that were being attempted to open in my name and some were opened. This has created a nightname to say the least. I had to pay cricket additional fees to have my account reactivated since they refused to believe this was fraudulent.
Product_Or_Service: Apple //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Credited back for the additional charge to re-activate my account, plus not sure what the other fraudulent activity will do to my credit which I have worked very hard over the years to acquire a good credit report. I believe someone in the Cricket company is ported numbers out and using sim information from the phones to obtain credit cards.
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by ***. In her complaint, Ms. states that her Cricket Wireless account was compromised, and changes were made to his account without her authorization.
We want to assure Ms. that her account security is a top priority for Cricket Wireless. After researching her account, we believe she may be the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate her account and make changes.
This individual *** then have used Ms. phone number to gain access to other accounts where Ms. uses her phone number for verification. If she hasn't already done, we advise Ms. to file a police report regarding the suspected identity theft.
Ms.' number was officially recovered. A $40 service credit was placed on her account.
We thank Ms. for her communication and trust that this explanation properly addresses her concerns.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/cb